Order Management Specialist

Zones is a leading global IT solution provider with over 35 years of experience, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, Zones partners with top technology companies such as Microsoft, Apple, Cisco, Lenovo, and Adobe to deliver innovative end-to-end IT solutions. As a Minority Business Enterprise (MBE), Zones is committed to building digital infrastructures that transform business operations and ensure client needs are met efficiently.

The Manager Returns role focuses on developing, implementing, and maintaining returns procedures and policies to optimize operational efficiency and compliance. This position requires regular review of internal policies, monitoring team performance, and ensuring accurate reporting to support return operations. The role involves close collaboration with internal departments and external vendors to facilitate smooth and timely return processes.

Key Responsibilities

- Execute Supply Chain’s Order Management practice to fulfill sales and client order requirements through CRM case submissions.
- Intake, triage, and manage order-related activities via CRM cases, responding promptly to sales input and requests.
- Develop, maintain, and utilize a library of Standardized Complete Responses (SCRs) to ensure consistent, high-quality communication.
- Collaborate with Procurement, Sales, vendors, and other stakeholders to achieve desired client outcomes.
- Manage various case types including order cancellations, duplicate shipments, general inquiries, estimated time of shipment improvements, lost or missing shipments, order modifications, order status updates, post-sales product issues, reroute pickups, and bulk order modifications or cancellations.
- Utilize CRM, AX PO management, and vendor portals to coordinate all aspects of order management.
- Audit case responses for SCR compliance and identify opportunities to create or improve SCRs.
- Act as a liaison between different stakeholder groups to drive case resolution and maintain positive relationships across the supply chain, including OEMs and distribution partners.
- Provide coaching to improve case submission clarity, reduce inappropriate requests, and encourage use of self-service data.
- Translate communications between vendors and sales teams to ensure accurate understanding and minimize errors.
- Maintain focus on achievable results while identifying and escalating opportunities for process improvements.

Required Qualifications

- Bachelor’s degree (BA/BS) is required.
- Minimum of 2 years’ experience in Order Management, Project Management, or Customer Management.
- Working knowledge of purchasing, inventory management, and order fulfillment processes.
- Ability to learn, perform, and optimize complex, interrelated processes.
- Intermediate proficiency in MS Word, PowerPoint, and Excel.
- Strong sense of urgency and ability to thrive in a fast-paced, dynamic environment.
- Proven ability to manage project timelines and stakeholder action items effectively.
- Excellent interpersonal skills to build and maintain relationships at all organizational levels.
- Creative problem-solving skills with the ability to influence adoption of solutions.
- High attention to detail and ability to work independently.
- Excellent verbal and written communication skills.
- Experience managing a high volume of inbound inquiries with a strong customer focus.
- Demonstrates accountability with a “The Buck Stops Here” attitude.
- Flexibility to work extra hours during month-end or quarter-end periods as needed.

Preferred Qualifications and Benefits

Zones offers a comprehensive benefits package designed to support employee well-being and professional growth. Benefits include life insurance, optional health insurance, EOBI, and a voluntary pension scheme aligned with company policy. Employees also enjoy perks such as complimentary meals and access to an in-house gym. Zones fosters an inclusive and diverse workplace, committed to equal opportunity employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, genetic information, or pregnancy.

This position operates on a shift schedule from 8:00 PM to 5:00 AM (PK Time), providing an opportunity to contribute to a dynamic and collaborative environment focused on innovation in IT solutions.